Are you taking advantage of big data within your dealership?Chances are you use data to inform car design or technologies within the dealership, but what about your customers?
There’s endless content and conversation on customer retention in the automotive industry. This is why it’s so surprising that there’s still core issues here. As we all know, retention depends on customer experience as the experience determines customer satisfaction.
For your dealership to be successful, the customer comes first and they expect their customer experience to remain consistent. So, managing that relationship is key. In the automotive industry, this can be seen as a challenge as your interaction with the customer isn’t regular- car purchases or upgrades happen every few years and services are roughly on a yearly basis. Plus, with the influx of new technology and the digital world we live in, trying to get the customers attention isn’t as easy as it once was.
August 2017 saw 76,433 new car registrations according to the SMMT. With this volume, your dealership was no doubt super busy trying to close deals. But, this is just one aspect of the sale, what about customer retention? This is surely key to your revenue and growth?